Call Recordings

What you'll learn: How call recordings work, where to find them, and how to use them effectively.

Recording Overview

All calls handled by the Voice AI are recorded:

• Complete conversation captured
• Both sides of the call included
• Stored securely

Why Calls Are Recorded

Recordings serve important purposes:

• Quality review — Ensure calls are handled well
• Training — Improve the AI over time
• Documentation — Record of what was discussed
• Compliance — Meet regulatory requirements

Where to Find Recordings

Access recordings through:

• The Communications section
• Individual call records
• Patient profiles (for linked calls)

Playing Recordings

To listen to a recording:

1. Navigate to the call record
2. Find the audio player
3. Click play to begin
4. Use controls to pause, rewind, or skip

Recording Features

Playback Controls

• Play/Pause
• Volume adjustment
• Skip forward/back
• Progress bar for navigation

Download Option

If available:

• Download recordings for records
• Save to your files
• Use for documentation

Privacy and Caller Notification

Callers are informed about recording:

• A notification is played at call start
• Complies with legal requirements
• Maintains transparency

Secure Storage

Recordings are protected:

• Encrypted storage
• Access controls
• Compliant with regulations
• Automatic retention policies

Using Recordings for Improvement

Review recordings to:

• Hear how common questions are handled
• Identify areas for AI improvement
• Understand caller needs
• Train staff on good practices

Recording Retention

Recordings are kept for a period:

• Duration depends on your plan and settings
• Older recordings may be archived or deleted
• Download important ones for permanent storage

Who Can Access Recordings

Access depends on your role:

• Admins typically have full access
• Managers may have limited access
• Employees may see only relevant calls

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